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Freshservice vs Kaseya Vorex comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Freshservice
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
40
Ranking in other categories
Help Desk Software (8th), Project Management Software (12th), Cloud Management (16th), IT Asset Management (7th), IT Service Management (ITSM) (8th), Configuration Management Databases (5th), IT Alerting and Incident Management (14th), AI IT Support (5th)
Kaseya Vorex
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
Help Desk Software (21st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Raja Farrar - PeerSpot reviewer
IT Service Delivery Manager at Symposiam
Automation and AI have transformed our service delivery and have made IT support faster and more efficient
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We have more than 50 bots in the company, the FTE and ROI are very good, and in the future we have many projects in pipeline that we are about to implement, so definitely there is a good ROI and FTE savings for us."
"Within less time than it used to take, we can automate a complete Apex task."
"Automation Anywhere reduced the manpower up to 80% with a high return on investment."
"Automation Anywhere is a tool that I love! I am quite happy using this tool and there are no features or commands that I have found to be missing that should be added."
"It saves time."
"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."
"It reduced cost and effort significantly; yearly, our organization saved $14,000, the company started to save more, and increased efficiency in the field of automation then started to pioneer."
"The platform is easy to use, especially for business users."
"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"There is a nice user interface."
"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."
"The solution has been stable."
"The overall functionality of the product is excellent."
"It allowed the development team to concentrate on the client’s requirements instead."
"Depending on the size of your organization, is pretty standard and useful."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
"The platform's most valuable feature is the ability to produce daily summary reports."
 

Cons

"Regarding my experience with the pricing, setup cost, and licensing of Automation Anywhere, I have some concerns about the product licensing model."
"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."
"However, there is a problem that arises with accuracy in the newer version."
"We had several issues when trying to connect the different components, due to our firewalls. They were eventually solved by our internal IT and the AA technical team."
"I would like to see improvement in its scalability."
"After implementing, I have seen that some customers are not getting ROI from that, so they are stepping back from using Automation Anywhere."
"New versions keep coming up. The challenge for us is to have the downtime to do the migrations. This could be improved upon. We would like fewer version changes and upgrades happening to the application. While the downtime is not that much, depending on the business processes, there are times few critical processes are running on a daily or hourly basis. We would expect the downtime to be even less for them."
"The Excel command has some limitations that they are working on."
"You can't implement a complicated delivery workflow."
"Freshservice could improve the delegation and workflow management features."
"Their analytics need improvement."
"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."
"It's still a new product, so there are some areas that are a little frustrating."
"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products."
"Kaseya Vorex's customization features could be better."
 

Pricing and Cost Advice

"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"We have saved customers 400% in terms of time saved by implementing this product."
"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."
"It has good licensing costs which are average for the market."
"The cost of this solution is a little bit high, but it is worth the price."
"Automation Anywhere is flexible in terms of costing and licensing."
"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."
"The setup cost for this is onetime and licensing is based on your choice of product."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"Our licensing fee for Freshservice is $2,500 a year."
"The solution may be around 20,000 euros a year."
"The price of Freshservice could improve, it is expensive."
"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."
"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Construction Company
10%
Manufacturing Company
10%
Outsourcing Company
10%
University
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for Freshservice?
I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...
What needs improvement with Freshservice?
I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...
What is your primary use case for Freshservice?
In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...
What needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which ...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogeth...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Flint
No data available
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
CROWD, GetApp, Capterra, Software Advice
Find out what your peers are saying about Freshservice vs. Kaseya Vorex and other solutions. Updated: September 2026.
913,806 professionals have used our research since 2012.